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Working on cases

In BMC HR Case Management, a newly created case record can be accessed from the Cases console. An HR agent assigned to a case or somebody from an HR group assigned to a case, must process a case in accordance with its SLA and priority.

When a new case is assigned to an HR agent or HR group, notifications are sent to the following users:

  • HR agent assigned to a case is notified about the assignment in the following ways:
    • Receives a notification in the Assignments category in the Messages console
    • Receives an email notification—applicable starting from version 4.7.01
  • HR group assigned to a case receives an email notification—applicable starting from version 4.7.01.

HR agents who have access to a case can assign it to themselves, and process it:

  • In BMC HR Case Management 4.7, only those HR agents who belong to the assignment group of a case can process a case
  • In BMC HR Case Management 4.7.01, any HR agent in the organization can process a case if it is not locked.

An HR agent can perform the following tasks when working on cases:

To view details of a case

  1. In the Cases console, search for a case.
  2. Open the Case form in one of the following ways:
  • Double-click a case to open it
  • Select a case, and click Modify.

The case that you are creating or modifying, opens on a new tab. The Cases console remains opened in the browser window.

To modify a case 

While working on a case, you can modify details of a case, a case status, add notes to a case, and so on. Each time you modify a case, you must save the changes.

  1. In the Cases console, search for a case.
  2. Select a case from the results table, and click Modify.
  3. In the Case form, change the details of the case by performing the following steps:
    1. Enter the Edit mode of the Case Details tab, click Edit.

    2. Modify the case details as desired.

      Tip

      You can return to the Summary view of the Case Details tab by clicking Summary .

    3. Click  Save & Close .

To assign and reassign a case

You can assign or reassign a case in one of the following ways:

  • In a Case form: complete the Primary Assignment section on the Case Details tab, and click Save & Close.
  • In the Cases console: 
    1. Search for a case and select it.
    2. Click  Assign, and assign a case to one of the following users:
      • Yourself by clicking Assign To Me
      • Another HR group by selecting the Assigned Group
      • Another HR agent by selecting the Assigned Individual.
    3. Click Update.

To resolve a case

  1. In the Cases console, search for a case.
  2. Select a case from the results table, and click Modify.
  3. Assign  a case to yourself if it is not assigned to you .
  4. On the Case Details tab, change the case status to Work In Progress.
  5. On the Tasks tab, review the tasks and  perform the necessary steps to complete them .

  6. (OptionalPerform other actions that you might need to perform to process a case.

  7. Change the case status to Resolved .

Notes

  • You can resolve and close a case only when all tasks are completed
  • In version 4.7.01, when a case is in Resolved status , you can change its status to Closed .
  • In version 4.7, when a case is in Resolved status, you cannot change the status .

The following table describes  actions   that you might need to perform to process  a case:

ActionsTab on a Case formDescriptionReference topic
  • Add external or internal comments to a case
  • Send an email containing information about a case
  • Attach documents to a case
Case Details

You can perform these actions in the Journal section on  the Case Details  tab.

Adding entries to a case journal
  • Add adhoc tasks to a case
  • Add a set of tasks generated from an adhoc template to a case
  • Work on tasks
TasksThis tab displays tasks if you selected a solution for this case and if a case is in progress.

Adding ad hoc tasks, ad hoc templates, and solutions to a case

Working on tasks
  • View items related to a case
  • Add items related to a case
  • Remove related items from a case
Related Items

This tab displays the following details related to a case:

  • Related solutions
  • Assigned individual
  • Requester, and on behalf of user—if specified in a case
Adding related items to a case
  • Add secondary solutions to a case
  • View details of solutions added to a case
SolutionsThis tab displays all solutions used in a case.Adding ad hoc tasks, ad hoc templates, and solutions to a case
  • Provide access to a case for an HR agent or a group
  • Disable access for a HR agent or a group

  • Lock and unlock cases for all HR agents
Case AccessThis tab displays who (user, user group) has access to the case. You change the case access by using this tab.Modifying case access
  • View service level agreements (SLAs) for a case
SLAsThe tab displays SLAs only if the SLAs are applied to a case.Viewing case SLAs
  • Approve a case
  • Reject a case
  • Put a case on hold
Approvals

The approval options are active if approval conditions are triggered and if you are assigned as an approver of a case. You can also view who is the case approver.

Approving cases
  • Review eForms submitted by employees
  • Modify the submitted eForms
  • Complete the added eForms
eForms

The tab displays eForms completed by the following users:

  • A self-service user as a part of a service request submission
  • An HR agent working on a case as part of an eForm task completion when a solution containing an eForm task is attached to a case. After an eForm task is completed on the Tasks tab, the submitted eForms are available on the eForms tab.
  • An HR agent who added an eForm
Working with eForms
  • View the answers of a self-service user entered during the service request submission
  • View the confidential answers of a self-service user
Self Service Answers

This tab displays answers entered by a self-service user to questions in a request form available in BMC MyIT Universal Client.

The questions in a service request template are based on a solution with questions.

Self-service answers
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Comments

  1. Fred Rickaby

    While viewing a case, the 'Actions' menu has two case-specific options:

    • Record Dates
    • Record History

    Is there a description of these dialogs in the HR Case documentation?

    Specifically relating to 'Record Dates', how is the 'Requested Due Date' set?

    Oct 04, 2016 11:27
    1. Olga Kutetska

      Hello, Fred!
      No, there is nothing available in the online documentation that explains these fields. I'll add a task to the enhancements list, and will let you know when the information is available. I'll consult the team, and will provide details on the questions raised.

      Oct 04, 2016 02:46